Wind River Expands Customer Service and Support Options
Service Model Offers Committed Levels of On Site Support
- Wind River introduces increased support options for guaranteed level of access to Wind River's embedded technology expertise.
- Highest level of Wind River Support--Gold Support--entitles key Wind River customers to specific levels of on-site support, a dedicated Technical Account Manager, and priority response to implementation issues.
Alameda, CA--August 25, 2003--Wind River Systems, Inc. (Nasdaq: WIND), the worldwide market leader in embedded software and services, today announced the expansion of its customer support program. In addition to Wind River's Standard Support, the company now offers a premier level of support through the Gold Support program. Gold Support provides Wind River customers with a comprehensive package of enhanced support services and management mechanisms to track request and improve response time. Wind River's customers in need of quick on line access to the latest Board Support Package or technical expertise throughout their product life cycle, can turn to Wind River for all of their support needs.
The Gold Support program is designed to appeal to the increasing numbers of Wind River customers with large installations of WIND RIVER PLATFORM products and challenging product integration and test schedules. Gold Support is also a natural component of Wind River's Customer Specific Platform program, also announced today.
"The Gold Support offering enables Wind River to more deeply engage with the customer throughout the project lifecycle, acting as a true member of their team in order to better understand and address the business and technical challenges they face," said Dave Fraser, group vice president of products for Wind River.
Currently, all customers engaged with Wind River vis a vis the enterprise-licensing model are guaranteed Standard Support. Standard Support includes access to Wind River Online Support --24-hour interactive assistance via the Internet. This service includes Frequently Asked Questions (FAQs), access to Wind River's knowledge base, Wind River Product manuals, periodic patch releases, periodic maintenance releases, automatic TSR/SPR status, notification services, developers chat room, and 3rd party support groups links.
The Gold Support offering will add the assignment of a Technical Account Manager (TAM), guaranteed levels of on-site support for the customer development and integration team, assistance with project planning, and a fully managed system of priority response mechanisms for implementation issues. Wind River's team, including the TAM, will also offer regular status and performance reporting focused on issues related to the customer's technology and projects.
The Gold Support program will scale to meet customer needs of single site, multiple site and/or multi-national organizations. Wind River's global team will engage with Gold Support customers in two main areas--TAM Advisory and Management and Technical Consulting Services. These resources offer and range of expertise to the customer team, including:
TAM Advisory and Management
Customer implementation of Wind River products and services
Planning, implementation management, risk management, reviews
Technical Consulting Services
System level debugging
Emergency system level consulting
Additional specific services such as hardware and software integration, application development and Board Support Package or device driver development are always available and would be scoped and delivered with a mutually agreed upon Statement of Work.
For more information about CUSTOMER SPECIFIC PLATFORMS, please see today's related release at: http://www.windriver.com/news.
About Wind River
Wind River is the worldwide leader in embedded software and services. It provides market-specific embedded platforms that integrate real-time operating systems, development tools and technologies. Wind River's products and professional services are used in multiple markets including aerospace and defense, automotive, digital consumer, industrial, and network infrastructure. Wind River provides high-integrity technology and expertise that enables its customers to create superior products more efficiently. Companies from around the world turn to Wind River to create the most reliable products and to accelerate their time to market.
Founded in 1981, Wind River is headquartered in Alameda, California, with operations worldwide. To learn more, visit Wind River at http://www.windriver.com or call Wind River at 1-800-872-4977.
Wind River Systems and the Wind River Systems logo are trademarks of Wind River Systems, Inc., and VxWorks is a registered trademark of Wind River Systems, Inc. All other names mentioned are trademarks, registered trademarks or service marks of their respective companies.
Director, Global Communications